We've been with Revecom for about 2 weeks now, and received nothing but terrible customer service. They are not processing orders properly.

Just have a look at the following emails as proof and see what you think:



Hi. This is the qmail-send program at alpha.zentek.net.
I'm afraid I wasn't able to deliver your message to the following addresses.
This is a permanent error; I've given up. Sorry it didn't work out.

<partner@paysystems.com>:
216.15.130.115 does not like recipient.
Remote host said: 550 unknown user <partner@paysystems.com>
Giving up on 216.15.130.115.

<sales@paysystems.com>:
216.15.130.115 does not like recipient.
Remote host said: 550 unknown user
<sales@paysystems.com>
Giving up on 216.15.130.115.

--- Below this line is a copy of the message.

Return-Path: <billing@zentek-international.com>
Received: (qmail 19633 invoked from network); 3 Sep 2001 23:13:14 -0000
Received: from unknown (HELO ZENTEK) (203.34.247.3)
by 203.194.146.23 with SMTP; 3 Sep 2001 23:13:14 -0000
Message-ID: <007e01c134df$02bee1e0$3f0210ac@ZENTEK>
Reply-To: "Billing Team" <billing@zentek-international.com>
From: "Billing Team" <billing@zentek-international.com>
To: "Revecom.com: Help Desk" <support@paysystems.com>
Cc: <partner@paysystems.com>,
<sales@paysystems.com>,
<info@paysystems.com>
Subject: Account problems (resent)
Date: Tue, 4 Sep 2001 09:13:55 +0800
Organization: Zentek International Co. Ltd.
MIME-Version: 1.0
Content-Type: text/plain;
charset="iso-8859-1"
Content-Transfer-Encoding: 7bit
X-Priority: 3
X-MSMail-Priority: Normal
X-Mailer: Microsoft Outlook Express 5.50.4522.1200
X-MimeOLE: Produced By Microsoft MimeOLE V5.50.4522.1200

To whom it may concern,

Some of your email addresses bounced, so am attempting to send again.

Sincerely,
Billing Team
billing@zentek-international.com
Zentek International Co. Ltd.
http://www.zentek-international.com

----- Original Message -----
From: "Billing Team" <billing@zentek-international.com>
To: "Revecom.com: Help Desk" <support@paysystems.com>
Cc: <info@paysystems.com>; <sales@paysystems.com>;
<partner@paysystems.com>
Sent: Tuesday, September 04, 2001 8:41 AM
Subject: Re: {PN-102-25040} Help Desk Ticket


> To whom it may concern,
>
> It has been many days since I sent my first email to
> support@paysystems.com. No response has been received since.
>
> We asked about why our customer's orders are stuck in "pending" for so
> many days now, and not moving, but also received no reply.
>
> We told you that your "ordering" webpages are not Netscape compatible,
but
> received no reply too.
>
> We tried to call your office to get a direct response, and only got an
> answering machine.
>
> This level of support and service is terrible. What is going on? We
don't
> even want to try to put more customers through your system because what
> happens if all orders end up "pending" indefinately?
>
> Please reply as soon as possible as this is of great concern, and by
> simply not replying to emails and providing no customer support is
> definately not good business practice for any company.
>
> Sincerely,
> Billing Team
> billing@zentek-international.com
> Zentek International Co. Ltd.
> http://www.zentek-international.com
>
> ----- Original Message -----
> From: "Revecom.com: Help Desk" <support@paysystems.com>
> To: <billing@zentek-international.com>
> Sent: Monday, September 03, 2001 10:41 PM
> Subject: {PN-102-25040} Help Desk Ticket
>
>
> > Your helpdesk support ticket has been received. You will receive a
> response shortly. If you need immediate assistance, please call us
> toll-free at 1-888-751-0744 ext 562.
> >
>



Dear Merchant Support Services,

There has been no response to our previous email to you.

We are resending it in case it got lost.

Sincerely,
Billing Team
billing@zentek-international.com
Zentek International Co. Ltd.
http://www.zentek-international.com



To whom it may concern,

The order we received: 721354xxx , has been pending for more than 2 days
now, nearly 3. What is going on?

It says the score is 0 so it should be okay?

Let us know what is going on concerning this.

Additionally, we received no reply concerning the incompatibility of your
webpages with Netscape browsers. What is the status of that?

Sincerely,
Billing Team
billing@zentek-international.com
Zentek International Co. Ltd.
http://www.zentek-international.com


----- Original Message -----
From: "Billing Team" <billing@zentek-international.com>
To: "Merchant Support Services" <support@mail.paysystems1.com>
Sent: Thursday, August 30, 2001 4:45 AM
Subject: Re: {PN-102-25040} Help Desk Opened


> Dear Support Services,
>
> We can reproduce the error consistantly by using the Netscape 6.0,
> Netscape 6.01, Netscape 6.1, and Mozilla 0.9.x browsers.
>
> All of them do not load the page properly. The first page is squashed
into
> the left, and then pressing the "Continue" button will cause the error.
>
> The error does not appear with Internet Explorer 5.x (have not tried
6.0).
> If you tested only with IE 5.x, then it will work.
>
> It would be best if the Netscape browsers also work on your pages as
well,
> as most of our customers are technically savvy and about 25% use the
> Netscape browsers on our website.
>
> Sincerely,
> Billing Team
> billing@zentek-international.com
> Zentek International Co. Ltd.
> http://www.zentek-international.com



To whom it may concern,

The problem persists and has not been resolved.

What is the problem?

Sincerely,
Billing Team
billing@zentek-international.com
Zentek International Co. Ltd.
http://www.zentek-international.com

----- Original Message -----
From: "Revecom.com: Help Desk" <support@paysystems.com>
To: <billing@zentek-international.com>
Sent: Tuesday, August 28, 2001 10:17 PM
Subject: {PN-102-25040} Help Desk Ticket


> Your helpdesk support ticket has been received. You will receive a
response shortly. If you need immediate assistance, please call us
toll-free at 1-888-751-0744 ext 562.
>
:angry: :angry: :angry: :angry:

Your helpdesk support ticket has been received. You will receive a
response shortly. If you need immediate assistance, please call us
toll-free at 1-888-751-0744 ext 562.
Did you try that?

Originally posted by JayC
Did you try that?

of course i did. Its an answering machine service.

They say pending can last up to 24 hours. I have one still pending and it just went over 24 hours a couple of hours ago.

Hrmm, this isn't good.

Originally posted by DefHosting
They say pending can last up to 24 hours. I have one still pending and it just went over 24 hours a couple of hours ago.

Hrmm, this isn't good.

Seriously... this is worrying. We now have 2 orders in "Pending" mode for over 4 days now... approaching 5 days.

This is WAY longer than authorization should take. At most it should be 24 hours, as they say. But 5 days?

Something is wrong here. Perhaps other people with Revecom accounts can tell us if NEW orders are being processed properly, or if Revecom is pulling an Instabill and starting to not accept new orders anymore because they are winding things down.

Also... Revecom (aka Paysystems) is no longer responding to any email. I tried emailing from another email account (one that they don't know) and they also didn't respond to that one either. So its not like they are ignoring our email address or account specifically. Either way, no response from Revecom/Paysystems.

Just so you know, Revecom is in the middle of moving their offices and all of their servers. They are also currently trying to hire more staff to make up for the burst of new customers due to instabill.

This is probably why things aren't running as smooth as they normally do. I wouldn't be too concerned though. They should get caught up sooner or later.

I just sent in a support ticket to their helpdesk. I'll let you what response I get, if any.

Speaking ofwhich, I sent an email to support at dotster yesterday (over 24 hrs ago) and still haven't heard back from them. Good support is hard to find.

Originally posted by regier
Just so you know, Revecom is in the middle of moving their offices and all of their servers. They are also currently trying to hire more staff to make up for the burst of new customers due to instabill.

This is probably why things aren't running as smooth as they normally do. I wouldn't be too concerned though. They should get caught up sooner or later.

Goto http://www.webhostingtalk.com/showthread.php?threadid=20282&referrerid=1207
and read my comments there about instabill, paysystems, revecom, zstarnetwork

I have two open tickets with tem over two weeks now and I wrote another one to night and told them to reply or I move on. Not that will matter I am sure. I tried the phone number and you get no where. Like you say they may wind down and then inform us of the closing.

How can some one run a business like that?


Richard Junek
WE HOSt 4 YOU :angry:

I really don't care if they are moving office, moving servers, feeding the cat, etc.

What is expected of a company dealing with finance, credit cards, billing systems, etc. is reliability and accountability.

Revecom/Paysystems, at this point, appears to have neither.

Emails to them either bounce or they do not respond, and just let their autoresponder keep sending you crap.

We've only been with them for a bit under 2 weeks, and already they are showing signs of 0 customer service and support.

if this keeps up, we will definately move on. We will also push for a refund of our setup fee, as we have been unable to processes even ONE transaction successfully.

We were using Instabill before, and right now, all customers that paid by credit card before are getting service free. However, you can imagine our fustration with this... $0 credit card sales.

Something is VERY wrong with Revecom. We are on day 6-7 of this now.

To follow up. No answer on my support ticket. So I called and talked to a tech. He told me the pending transaction I have will be resolved within 2 hours. I dunno. I guess I'll see what happens. But I did get a tech first time I called.

Originally posted by DefHosting
To follow up. No answer on my support ticket. So I called and talked to a tech. He told me the pending transaction I have will be resolved within 2 hours. I dunno. I guess I'll see what happens. But I did get a tech first time I called.

I GOT A SUPPORT GUY!

What he said was... sorry about the delay, lack of emails, etc.

But apparently they are having some issues and stuff transferring stuff to Cable and Wireless, and therefore are devoting nearly all people to doing that.

I told him that our pending orders are now a week old, and have been ignored. He said that large ticket items (overall about US$2000 pending) need to be verified with a phonecall to that person. Which is all nice and good... IF they don't wait a week before calling them!

I'll keep you'all updated.

Anyway... he said he'd do it right away, and schedule it ASAP. Let's see how that goes before passing further judgement.

But I still don't like the idea of them totally ignoring emails. That is very unprofessional, especially for an internet-based company.

As I said, I'll hold further judgement to see if he really does end up doing anything. But I must say, first impression is that he was nice and helpful, and knew what he was talking about.

It took a little longer than the 2 hours they told me, but that one pending order finally went through, as well as all my transactions today. :D

How about you zentek?

I had opened a couple of support tickets trying to get them to
change my account status from review to live and had gotten no
answer. So I called them and got someone on the phone right
away and they changed it on the spot.

He sounded very frustrated, he said they expect to catch up
with the mail this weekend, and that the delays are caused by
the move. Hopefully they'll be done soon with this move and
things fall back to a smooth routine.

The pending orders were finally cleared... at last.

The thing is that they really should get their act together for online support. Phoning them up, long distance, all the time to get simply authorizations done is time consuming and a waste of effort.


Oh... and btw... their order pages don't work in Netscape 6.x, and Mozilla 0.9.* .

Just so you know. I've TRIED to get them to change it but they ignore me. We've lost a few sales because of it already, so you may be having the same problem too.

If enough ppl push them to change it i'm sure they will. It isn't THAT hard.

I'm kind of glad in a way this has happened. I have a ticket still out in the wide regarding a refund. If we'd been using our merchant account then this would have been fixed, by us, days ago. Instead we wait for revecom to pull their heads out of their asses and do the job we pay them, via fees, to do.

Fair enough they aren't too forward thinking and apparently got caught on the hop by an increase in numbers, but this the second time in a few months this has happened. Every time they seem to pick up sticks and move buildings whenever they get a jump in numbers. I used to be a flag waver for those guys, but this is the final straw for us. Once we get this fortnight's payment (late I might add), I'll be forking out for a billing solution and begin closing down the accounts at revecom.

Due to their inability to answer e-mail we haven't been able to resolve a billing issue within 24 hours. To me that's bad business, and I'm a little tired of it always ending up on revecom's door whenever we look to be not getting the job done for our customers.

To Revecom:
If you can't piss, get off the potty.

Greg Moore

Hmm...let me know whom you switch to

hehe, that's the easy bit. We already have an account with Planet Payment. Just finalizing what software we'll be using for them :)

Greg Moore

Originally posted by akashik
hehe, that's the easy bit. We already have an account with Planet Payment. Just finalizing what software we'll be using for them :)

Greg Moore
Greg,

How has the service with planet payment been? I'm seriously interested in setting up a merchant account with them but I haven't been able to get in contact with any of their sales reps. I have left multiple emails and phone messages to no avail.

I'd like to know if it's only their sales reps that are slow to answer. Also, how was the signup process? They seem to require a lot of information (as posted in their faqs). Do they really require all of this information and how strict are their acceptance policies?

Sorry if this is a bit off topic but I'm looking for a merchant account that can be setup in Canada and uses authorize.net as it's gateway. Planet Payment seems to be the ideal solution but I just can't get anywhere with them.

Thanks for any comments.

hmm.. i have been having lots of problems with revecom too.. cant wait to move to echo :) i have had some orders go un-captures for over 5days.. and tickets go un-answered for some time too :(

i have a client who used planet payment but had a ton of problems. they had problems with payment from them.

Originally posted by WebBloom

Greg,

How has the service with planet payment been? I'm seriously interested in setting up a merchant account with them but I haven't been able to get in contact with any of their sales reps

Hard to say as I haven't had to deal with support, nor really taken the system out for a test drive yet. I didn't have much of a problem with their sales guys though, as I just signed up, and had a receipt number every time I e-mailed them. Response time was generally within 24 hours. Information required was pretty impressive I'll agree. The final list is as follows:

Business Plan
Tax Returns (previous 2 years)
Company Letter (on letterhead)
Copy of Passport
Copy of Business Licence
Copy of Utilities Bill
Bank Reference Letter
Merchant Agreement Policy (signed)

They have offices all over the place so maybe your local one is a bit slow? The guys at the Singapore office were fast enough for my liking, and were quite patient with my oddball questions :)

Greg Moore

Update:

It appears Revecom moved offices (as stated somewhere else), but also had some connection issues. These were apparently fixed on Friday and they are working through the list of e-mail they have. I finally got an e-mail from them (close to a week after I sent it), also saying they've hired 7 more staff.

Things are apparently back to normal... a little too late for my liking. Not happy Jan!

Greg Moore

Originally posted by akashik


Hard to say as I haven't had to deal with support, nor really taken the system out for a test drive yet. I didn't have much of a problem with their sales guys though, as I just signed up, and had a receipt number every time I e-mailed them. Response time was generally within 24 hours. Information required was pretty impressive I'll agree. The final list is as follows:

Business Plan
Tax Returns (previous 2 years)
Company Letter (on letterhead)
Copy of Passport
Copy of Business Licence
Copy of Utilities Bill
Bank Reference Letter
Merchant Agreement Policy (signed)

They have offices all over the place so maybe your local one is a bit slow? The guys at the Singapore office were fast enough for my liking, and were quite patient with my oddball questions :)

Greg Moore

That may be it. Local one might just be slow.

I don't know about you guys but Revecom works alright with me... 1 - 2 days to process and support tickets answered in 2 days.

Originally posted by multipleimage


That may be it. Local one might just be slow.
Do you know which office your client was working with? I'm trying to get in contact with the office in Canada. Also, when you say payment issues does this mean that he neve got paid or did he just have to wait a long time before payment?

Thanks.

Well I don't no what thety are up to but the returned my $49 after they reveiwed and oked my site a week ago. So now I have to find another too. :confused:

Revcomm just refunded my $49 after they just reveiwed and ok'ed my site. I don't no what's with that deal. I have tryed to gey into there site today and it can't find there site.

This site?

http://www.revecom.com/

It's loading fine for me at the moment.

Greg Moore

I tried signing up today and their sign up page is not available.

Ahhh revecom. I've sent in 3 support tickets this month alone, and after 4+ weeks have received ZERO replies from these guys. Something tells me it's not good.

Originally posted by Skeptical
Ahhh revecom. I've sent in 3 support tickets this month alone, and after 4+ weeks have received ZERO replies from these guys. Something tells me it's not good.

I had much the same (2 weeks though, not four). I gave up in the end and just rang them. Got things sorted out that way.

I'd like to make a public thankyou to Jeremy at paysystems. Regardless of what's going on at that place. and whether they're going to stay this bad or not, he's been very helpful on more than one occasion, and deserves some credit.

About a week ago we stripped off the revecom logos on our site. At once stage we were pretty proud to display those partnership logos. Now I think it would be more of a hinderance of than anything having them...

Greg Moore

Boy, Revecom sucks big time.

On top of not answering emails, their servers are incredibly slow to respond (seems like a server issue, network works fine) and when they finally do respond half the time they come up with error codes.

Check out the attached image to see what your customers experience when they try to sign up.

Looks like Revecom are getting ready to bite the dust big time. I hope I can get my $49 signup fee refunded before they dissapear like Instabill.

heh, and that's the link they gave out to stop the 404 errors.. Well I suppose a 500 error is stopping a 404 right? :rolleyes:

I think they're just pulling paper out of a hat now to decide what screw up they're going to try next... :)

Greg Moore

Looks like they need to extend the server timeout to me.

have you guys tried

https://auth.paysystems.com/ for MCC

and change links for orders to this format

https://auth.paysystems.com/sales.asp

I gave up with them, I have over 12 e-mails and tickets with them in the past 2-3 weeks with no replies at all.

I wouldn't want any one to go to them for service.

So i hope new poeple read all these negitive remarks about them.
They just don't care I guess.

Well I am moving onto Echo and get a real merchant account.

God Bless.............